O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,072 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,072 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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"The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale.\r\nMy husband went in as he had broken his phone and needed a new one. I met him at the shop and when talking to the assistant manager he said I could get an upgrade with a \u00a3200 cash back. I thought it sounded good but said I need to back up my phone. Whilst looking through my phone to see how to back it up properly the assistant manager put his hand out and said let me do it... I thought he wouldn't be in that position if he didn't know what he was doing... I handed him the phone and proceed to tell him I have alot of invaluable memories on there that I do not want to lose to which I was told he knows what he's doing. He said it was backed up handed me my phone and we went home to find nothing from my old phone was coming up on the new one. We went back to O2 the same day to be told I was being impatient and that I needed to leave it and let it all load up on the new phone. Extremely worried and distressed I went on to my laptop to see if my Google had been backed up with photos and videos but there was nothing. I logged on to my samsung cloud, again nothing backed up. We left it 24hrs and went back to O2. We were waiting for the same guy to have a look when another assistant took alook and saw that the phone had not been backed up properly. Finally the AM took the phone, reset and charged it, something started to happen, he was addiment that he had done it right because all the photo's from before it was last backed up by myself had started coming through. I told him these were from 2023 but again I was being told I was wrong and that I needed to let the phone do it's thing. We went home another 24hrs went by and nothing. I knew all the memories of my third trimester to the 1st month of my newborns life were gone and there was no way of getting this back. I couldn't bring myself to go back in the shop and talk to the assistant manager without getting angry or bursting into tears. I emailed O2 complaints explaining what had happened, I wasn't even looking to get anything out of it, just to make sure that this doesn't happen to ANYONE ELSE! and I've heard nothing back from them. I'm beyond heartbroken and crying all over again writing this and so so angry that they treat their customers this way! I will be going back to O2 and demanding that my contract is cancelled. I want nothing to do with them ever again."

Keeley

Jince Jose

Anonymous

Anonymous // 01/01/2019

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“I today visited O2 at Crbbs Causeway Bristol with a completely dead phone despite trying to charge it. You can only begin to understand my frustration. I was met by exceptionally helpful staff who tried many times to restart my phone. They never gave up and eventually James managed to restart it. I cannot praise them all enough, it was an amazing excerise in exceptional customer service. Many thanks to them all and especially James, please pass on my thanks Anita Pearce”

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Posted 18 hours ago

“Just wanted to sell me a new phone rubbish”

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Posted 2 weeks ago

“I am elderly lady. I tried on line to replace my I phone Apple 7 with a more up to date one. Most of the time I could not understand what staff member was saying. I was put through to three different people. 90 mins later I though I had made it clear that I just wanted a newer version. Two days later I ended up with a SAMSUNG GALAXY !!!!!!!!!!!! Android Help. Help. I rang again. Brid not open package. I tried ringing Management. Still the same. I could not understand their speech I am so worried and exhausted.”

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Posted 2 weeks ago

“awful customer care with call centre staff with no knowledge and experience. They are rude and cut you off if they cant resolve your issue. Avoid at all costs. Trust pilot gives them 1 star from 19k reviews.”

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Posted 2 weeks ago

“I went in to the Clydebank, Glasgow branch to find out why I couldn't get online when in France. The advisor and the manager were so helpful and the problem was fixed in minutes. So good to have good face to face service. Well done and thank you.”

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Posted 4 weeks ago

“Absolute Scam!!”

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Posted 4 weeks ago

“1 day late with my bill. Called up and paid, phones are still barred from use. Been with them 25 years.. worst service and worst people I’ve ever had to speak to”

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Posted 1 month ago

“I would give zero stars if I could. O2 have ALLOWED someone who stole my phone to change network! All that person had to do was text "PAC" from the phone and o2 provided a code for them to change it. They did ZERO security checks, they did NOT confirm with account holder! And because the phone was on contract, I now have the rest of the phone to pay off BECAUSE THEY LET SOMEONE STEAL AND CHANGE IT! Now they're ignoring my emails, they have BREACHED my data protection, which they know tbey have and "apologised" for and briefly got the fraud team on it, but they did nothing about it and have since just passed it on to debt collectors because they claim its a police matter! Absolutely disgusting. I will NEVER trust o2 ever again!”

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Posted 1 month ago

“I have been a lifelong O2 customer. In 2022, I took out a contract, and it has turned out to be the worst decision I've ever made. I have spent years on the phone trying to get basic issues resolved. Since July 22, 2023, I have been trying to update my account after they replaced my phone due to a fault, switching from the S21 Ultra to the S23. Now, as I need to make an insurance claim in January 2025, I have been informed that my account has still not been updated—despite being assured that it would be done before the replacement and several times since then. As of today, I have made over 400 hours of phone calls to O2 and still have not resolved the issue. They raise complaints but fail to take action, escalate issues without follow-through, close complaints without addressing them, and promise call-backs that never happen. I've been paying for insurance for four years, but I can't use it because their customer service agents are the most incompetent I have ever encountered. The signal is poor or non-existent wherever I go. There are many other instances illustrating why this is the worst company, but I fear this message would exceed the available space if I included them all.”

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Posted 1 month ago

“The actual network coverage is good but customer service not so. Tried to change my sim only deal. They're only interested if you're upgrading to an expensive deal. Online, eventually through to an agent after their frustrating bot system, but no low data deals available, only via Uswitch. Aghhhhh!”

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Posted 1 month ago

“Rang to add data to my account as home broadband on the blink and therefore using more data. Could only add 100mb through O2 app. Advisor wouldn’t add bolt on, only tried up sell me new contract at double the price of my current pay monthly plan. Dreadful service and so time consuming for no positive outcome Will change providers.”

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Posted 1 month ago

“Took my number of my old phone and will not/can not get it onto my new contract phone. I have cancer, just had 2 major heart ops, they don't give a toss. Also being charged for a contract that i can't bloody use!!!! useless. Am going to cancel contract tomorrow.”

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Posted 1 month ago

“My o2 is in my partner’s name I’ve been on the account as a named person for 17 years , who can discuss the account because it’s my phone I pay it I even have password but today I’m trying upgrade and there telling me I’m not on the account got very aggravated because in the morning I spoke to a lovely woman about upgrades but they had system issues so now I’m leaving o2 not very good customer service or operators”

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Posted 2 months ago

“Had a new iPhone and straight away it wouldn’t make calls, contacted them multiple times and got nowhere. I’m now 4 months on still unable to make any calls and they haven’t sorted the issue. They lied to me saying they have been trying to ring me but I had no missed calls, the worst customer service I have ever had!”

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Posted 2 months ago

“When I signed up to O2 the man misunderstood me and got my address and e-mail wrong either through bad English or a bad phone line, or both. So when I lost my phone recently I had no way of replacing the sim since I could not access the details to pass security or have a code e-mailed to me, even though I could still provide most of the information that was apparently needed and the only question I couldn’t do was the last 4 digits of the last number dialled which I am sure many people don’t remember either. But since my passport has recently expired and I have no other photo ID I could not go to my local store to sort this out either as they were just as unhelpful, even though in both cases it was fairly obvious that I was the person who opened the account especially with my old passport and other evidence. The customer support team do not help much either and just said that they can’t go any further with the call so I have had to ask to speak to their supervisor which I was only able to do once, who then told me (only after I kicked up a fuss) that she would refer me to the specialist team who would contact me within 3 working days. But this never happened at all and when I called back about it there was no one to speak so was told (after I kicked up a fuss) that a supervisor would e-mail me about this within 24 hours, which also never happened. Even though I know that I am partly responsible for this for not having the correct details on the account or necessary evidence, it still seems quite off to me that there would be not be any other options available for difficult situations like these since I have no way of resolving this and will be paying money for nothing every month because of someone else’s mistake. However since the customer service has already let me down and been this unhelpful I do not feel content at all to carry on using O2 as my provider now and am planning to register with a different one instead whilst also stopping them from taking money out of my bank account, even if it means having to eventually go to court or something since I have no way of closing the account either. But I will try to make this clear to them first and can’t help it if they don’t want to listen to me.”

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Posted 2 months ago

“Alisha or whats shes name are amazing love you”

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Posted 2 months ago

“I had an extremely disappointing experience at [Restaurant Name]. The staff was incredibly unprofessional and treated us with blatant rudeness. Despite being respectful customers, we were spoken to harshly and, to our shock, were asked to leave without any valid reason.”

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Posted 2 months ago

“Tried to upgrade they sent me a supposedly new phone that was broken and they deactivated my old sim so I’m left with no phone been on the phone for three days and I’m no nearer to getting any help horrendous company avoid”

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Posted 2 months ago

“70 hrs ago I wanted to transfer my PAYG sim to an iPhone 6 . I was given a new sim and told it would take up to 24 hrs. After several visits to the local store ,who have given me different accounts as to why it is taken so long, I’m still waiting. I have stage4 cancer and need contact with my oncology unit. HELP.”

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Posted 3 months ago

“Probably one of the worst customer experiences I've ever had. I had to make more than eight phone calls just to get my phone number transferred. Each time I called, every support agent was clueless about what to do. They kept blaming each other, and one of them even giggled sarcastically when I asked certain questions. I've been with them for over 11 years, but once this contract runs out, I'll definitely be moving away from O2. If you're thinking of joining, do yourself a favor and go somewhere else. Stay well away from these money grabbers!”

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Posted 3 months ago

O2 is rated 1.4 based on 1,072 reviews